GolfGTIforum.co.uk
General => General discussion => Topic started by: Nino on 17 December 2013, 22:55
-
Hey guys so Ive been ordering new brake stuff the past few weeks building up an entire brake change I.e new pads, discs fluid lines all round etc.
Anyhoo Ive been ordering all my parts from carparts4less.....
Up untill now I have been extremely happy but today I was amazed...
As many of you know there are two types of front brake pads that you can buy for the Mk4 golf,
- One with a pad wear sensor.
- One without the pad wear sensor.
Carparts for less sell both but at different prices see below...
Please take note of the part numbers shown
(http://img440.imageshack.us/img440/298/ddqh.jpg)
(http://img826.imageshack.us/img826/2769/2vaz.jpg)
So after speaking with my garage I was advised that my car prob is the one with the sensor and if not they can just cut the sensor off so may as well get the sensor one incase. Plus they are cheaper.
So the rest of the parts I ordered arrived today, and please make note of the part number I have circled....
(http://img36.imageshack.us/img36/8656/qjq5.JPG)
Check the part number on the box....
(http://img546.imageshack.us/img546/1253/0skz.jpg)
But what is this, the box has arrived unsealed...... :undecided:
(http://img13.imageshack.us/img13/6428/nrzh.jpg)
Annnnnnd wait for it....................
(http://img585.imageshack.us/img585/396/3yh8.jpg)
As you can see these are clearly the incorrect pads, furthermore the box was not sealed so someone has changed them EVEN worse someone checked the ordersheet and COMFIRMED the correct parts were shipped....
As you can imagen I got straight on the blower told them the error to which all I got in return was "Im sorry policy this policy that"
Basically What they have told me is they will organise a return slip for UPS which they will then email me. (Which I then have to print and waste ink I do not have because I don't have a printer) I as in me then have to call UPS, arrange for the pickup myself (using my phone and paying for the call mind) I then have to wait until the pads get back to carparts4less wait for them to confirm the parts are incorrect then and only then will they ether...... Wait for it,
- Offer me a refund.
- Send me the correct parts.
Now at this point I did kick off, it went something along the lines of...
"Why must I be inconvenienced for a mistake your company has made? I don't understand why I must go out of my way to organise a return for an incorrectly sent product which has clearly been incorrectly sent in incorrect packaging further to someone checking these product upon disbatch."
I then went on to say that I am not prepeared to organise a return myself costing me money for yet again a mistake they made.
We went around in circled for abit as I was just getting "im sorry this is our policy" Which at that point I requested to speak with a senior member of staff to which I was told that "No one is in the building" I laughed and said well of corse, your locking up tonight then....
I asked if all calls are recored, and his name I was told yes they are and what did I want them to do?
To which I merley requested that they send someone to pickup the incorrect parts and with them bring my replacements parts or organise for me to take these parts to my local euro car parts as they are clearly the same company to which again i was told "im sorry our policy does not allow this"
Get this he then tells me that If i want him to organise the returns label to tell him quickly as he finishes work at 6!!!! the cheek! (it was 5:45 at this point)
I left it with requesting a call back from a senoir member of staff I.E team leader or manager and that I wanted notes of this effect placed on my account, I then took his name and he promissed me that I would get a call within 24 hours..
Now What Im asking you guys is am I being "That guy" here or do you think I am well within my rights here to be abit akward???
I have a sneaky feeling that I will not get a call to which I will then call them back, find out who there regulating body is and make a formal complaint agaisnt the company.
-
mate, defo on kicking up a stink IMHO! if theyre gonna try and palm this off then they'll have to suffer it lol
-
Another case of poor customer service ecp/cp4l.
Stick to your guns and don't back down :afro:
-
Might be worth blanking you details on the invoice.
-
No, you're in the same position I was recently, as per only a couple of threads down:
http://www.golfgtiforum.co.uk/index.php?topic=262149.0
-
Simple error blown out of proportion in my opinion...
Pads have probably been boxed wrong, sent out to another garage, and sent back to the supplier to be exchanged for the correct items, it happens all the time.
I would have phoned supplier, explained the problem, re ordered and payed for a new correct set, and asked whoever I was speaking to, to personally check that the re ordered items have the wires on, then ask them to credit your account by the amount that is outstanding on return of the wrong pads... be it refunding your card, or crediting your account.
Some sort of goodwill from them to cover your out of pocket costs for postage could then be discussed.
You could have had the correct parts in the morning!
Edit, I don't understand why people don't use their local VW dealership for parts like this... comparable prices for genuine parts!
Thom
-
Might be worth blanking you details on the invoice.
Thank you, done. :)
-
Simple error blown out of proportion in my opinion...
Pads have probably been boxed wrong, sent out to another garage, and sent back to the supplier to be exchanged for the correct items, it happens all the time.
I would have phoned supplier, explained the problem, re ordered and payed for a new correct set, and asked whoever I was speaking to, to personally check that the re ordered items have the wires on, then ask them to credit your account by the amount that is outstanding on return of the wrong pads... be it refunding your card, or crediting your account.
Some sort of goodwill from them to cover your out of pocket costs for postage could then be discussed.
You could have had the correct parts in the morning!
Edit, I don't understand why people don't use their local VW dealership for parts like this... comparable prices for genuine parts!
Thom
Totally get what your saying here Thom, however I usered CP4L purely because they are ALOT cheaper than stealers and the OEM parts are pagid parts, heck I rang them just for discs on the front and was quotes £86 each!!
and yes I could of done what you suggested but my point is, why should I?
-
mate i had a similar experience with carparts4less myself, i order a downpipe for my mk3 golf 1.8 adz.. the downpipe that came was nowhere near the correct size/shape/diameter. after 5 phone calls and a fair bit of arguing the resultant is that i now have a downpipe for another vehicle sat in my room no use to me ...
-
mate i had a similar experience with carparts4less myself, i order a downpipe for my mk3 golf 1.8 adz.. the downpipe that came was nowhere near the correct size/shape/diameter. after 5 phone calls and a fair bit of arguing the resultant is that i now have a downpipe for another vehicle sat in my room no use to me ...
Did they send you the correct part or just refund you?
-
Didn't you think something was up when the pads with sensors were cheaper than ones without? They have got their pics mixed up on the website by the looks of it.
-
In which case it's their problem for not making sure their listings are right, just like they list the same rocker gasket for ABF as 9A when they're different.
The problem is their response - the online businesses who have happy customers sort out the mess, rather than worrying about getting their goods back, rather than keeping the customer happy.
If you keep your customers happy they'll probably shop with you regularly enough that you won't need to worry about getting parts that cost a few quid back in here and there.
ECP/CP4L seem to have failed to understand that and are acting aggressively 'to protect their best interests' and totally missing out on the fact that they're annoying the hell out of customers left right and centre. I know I'm deliberately shopping elsewhere now and would put in a strong recommendation for Vee W Services in Bristol - pick up the phone and place your order and get the right parts in 24-48hrs instead of getting all this sort of aggro.
-
In which case it's their problem for not making sure their listings are right, just like they list the same rocker gasket for ABF as 9A when they're different.
The problem is their response - the online businesses who have happy customers sort out the mess, rather than worrying about getting their goods back, rather than keeping the customer happy.
If you keep your customers happy they'll probably shop with you regularly enough that you won't need to worry about getting parts that cost a few quid back in here and there.
ECP/CP4L seem to have failed to understand that and are acting aggressively 'to protect their best interests' and totally missing out on the fact that they're annoying the hell out of customers left right and centre. I know I'm deliberately shopping elsewhere now and would put in a strong recommendation for Vee W Services in Bristol - pick up the phone and place your order and get the right parts in 24-48hrs instead of getting all this sort of aggro.
exactly my point
-
see your problem here, but they have given you a option.
what would you prefer, them organise a pick up time, then you have to make sure your in at that time (meaning the pick up time they have organised could be when your at work or something so you then have to take a days holiday, they dont know your schedule...). there not going to send out a replacement part untill the wrong part has been sent back to them, pretty standard for internet shops, otherwise i could order something say theyv send the wrong thing and then they post the correct part out and i dont post the incorrect part back, therefore 2 parts for the price of 1, one part i need 1 part to sell on ebay.
i get where your coming from, its a bit of a chew on having to organise stuff, but the easiest way...
IMO, stop winging and sort out the courier to get the pads back.
bet you have a printer at work that you can use to print out the label, and bet you have a mobile with unlimited/loads of minutes, i seriously doubt that you use within 5 mins or your total allowed mins on your contract every month, therefore chances are whether you make the call to UPS yourself or not isnt going to make any difference to the price of your mobile phone bill...(unless its a number that costs? in which case egnore that last point)
-
mate i had a similar experience with carparts4less myself, i order a downpipe for my mk3 golf 1.8 adz.. the downpipe that came was nowhere near the correct size/shape/diameter. after 5 phone calls and a fair bit of arguing the resultant is that i now have a downpipe for another vehicle sat in my room no use to me ...
Did they send you the correct part or just refund you?
nope they didn't send me the correct part or refund me, i had many conversations with them and as they refused to organise collection / return of the items, i completely gave up, in the end i went to GSF and got the correct part...
-
well its been 24 hours and no phonecall.
So I rang back and got thru to someone that sounded the same as the guy I spoke to yesterday and to my amazinment his name started with the same letter but was a different name.
Anyway I questioned why I am yet to have a call from a manager and he said there is a note on my account from the previous agent I spoke to added and 8:20am this morning that a new set of pads have been dispatched and a returns label to return the other pads and the new ones will be with me tomorrow 100%....
Something don't seem right here......
-
Something don't seem right here......
they probably have people that sit in a back room trawling the internet for anybody slagging them off on forums/facebook/twitter and got scared that they will loose business so sent you out the correct ones :laugh: anybody taking bets whether the correct pads will turn up?
-
Oh god.........
-
The issue that I had was to do with a thermostat that failed within 2 weeks of me fitting it, they were adamant that they wanted the part back for inspection before refund or exchange - I was not going to remove the thermostat to drive over to ECP and get it replaced then drive home and refit the replacement.
In the end the only way I got anywhere with it was to slate them on here while they were still sponsors. I ended up buying a new stat from the dealers, fitting that, returning the faulty one for a full refund and got 5l of coolant out of them as a goodwill gesture. Needless to say I've not bought a thing from them since.
-
Not being funny but every car parts supplier is the same with returns/refunds. Buy another then take faulty one back....
Also one's with sensors are cheaper due to mass production.
-
What I do when I've bought cheap but wrong car parts over the internet; chuck them in the bin and order oem bits. These cheapo parts may well be counterfeit and could cost you your life.
-
In the end the only way I got anywhere with it was to slate them on here while they were still sponsors.
I presume that's part and parcel of why they are not sponsors anymore?
-
What I do when I've bought cheap but wrong car parts over the internet; chuck them in the bin and order oem bits. These cheapo parts may well be counterfeit and could cost you your life.
AS I have already said, Pagid are OEM parts but ECP/CP4L supply them ALOT cheaper than the stealers, trust me when it come to my car and machanical parts I will NOT use 3rd party products....
Right UPDATE: :whistle:
No delivery today.........
Back on the phone, spoke to another person different to the last 2 people I spoke to however this time I was cleaver and asked if any of ether two names of the other agents I spoke to yesterday and the day before were avaliable so I could find ot if they were real people or made up.
To which he told me they were both on calls at the moment, I then went though the whole story for the 3rd time but first asked what notes were on my account to check that the other agents have infact done as they promissed me... which in all fairness they did.
So then I asked why they had not turned up today as promissed and he confirmed that they have been ordered for me by their supplyiers but are still waiting to go aso he popped me on hold and rang them, the parts are on order I.E they have sold out but they have source more and they will be dispatched tomorrow for delivery on Monday.
In all honesty he was extremely understanding and helpful, im not ready to give up on them yet.... They have their chance to put this right. Roll on Monday. :rolleyes:
-
I don't understand why so many people are willing to send incorrectly supplied stuff back at their own expense....
-
I don't understand why so many people are willing to send incorrectly supplied stuff back at their own expense....
because there are many out there that have the "I cannot be bothered to make a fuss and chase it up" attitude.
Me on the other hand i'll argue over a £1
-
If stuff has been supplied to me wrong and it's not my fault I'll be damned if I send it back at my expense! You might as well just bend over and pass the lube...
-
If stuff has been supplied to me wrong and it's not my fault I'll be damned if I send it back at my expense! You might as well just bend over and pass the lube...
and realness kicks in with this thread at last :evil:
-
It sounds like you need a good parts supplier.... well I know of one due to launch very soon :wink:
(I'm a trained parts guy with quite a few years of experience, I may not get the prices as low as ecp but at least you'll know the parts are right for your car and forum deals will be offered)
Watch this space or keep checking my website http://oemandmore.co.uk/ (http://oemandmore.co.uk/) (it's not a fancy site at the mo as I'm building the shop site and I have no experience in web design!! In the mean time I can quote and supply quality branded standard and tuning parts, pm me and I will sort a quote for you)
-
Ohhh I'm liking the sound of that. I can help you with the website and graphics so a certain extent :)
-
UPDATE
(http://img268.imageshack.us/img268/4879/5hya.jpg)
-
and are you paying for the return postage?
-
Nope just gotta print the label at work and organise it
-
Good man
-
Good man
In all honesty i didn't have an issue sending it back it was more the i must send i back first before they will considder doing anything.
Anyway...
Customer = 1
CP4L = 0
they have now restored my faith in them :)
-
On a serious note, can I ask why people don't like just buying more and getting a refund?
Pretty much standard procedure on anything you buy over the web.....
-
It sounds like you need a good parts supplier.... well I know of one due to launch very soon :wink:
(I'm a trained parts guy with quite a few years of experience, I may not get the prices as low as ecp but at least you'll know the parts are right for your car and forum deals will be offered)
Watch this space or keep checking my website http://oemandmore.co.uk/ (http://oemandmore.co.uk/) (it's not a fancy site at the mo as I'm building the shop site and I have no experience in web design!! In the mean time I can quote and supply quality branded standard and tuning parts, pm me and I will sort a quote for you)
Top notch is Boney!! :afro:
has got me the engine mounts and an oil cooler so far! :wink:
-
On a serious note, can I ask why people don't like just buying more and getting a refund?
Pretty much standard procedure on anything you buy over the web.....
Because it would be the same as you buying them off me from ebay, me sending you the wrong parts then me saying im not doing anything until you send them back to me and organise the return..
Would you stand for that?
-
On a serious note, can I ask why people don't like just buying more and getting a refund?
Pretty much standard procedure on anything you buy over the web.....
Because it would be the same as you buying them off me from ebay, me sending you the wrong parts then me saying im not doing anything until you send them back to me and organise the return..
Would you stand for that?
TBH yes as that's how I've always known internet purchases.
Received a wrong ECU kit the other day and rang the guy and said look can I just pay for the right one and I'll send this.
TBF to the company they just sent a courier and an email, I printed something off, didn't get collected on time for whatever reason but did the day after. I didn't hang about for it.
Otherwise they send another and you CBF to send it back it gets forgotten about etc etc.
-
gsf sent me a fuel pump for a mk3 gti when I was after a mk2 main pump. so called them up and guy says they will send me out the correct one right away and to bin the one they already sent me :huh:. mind you that was going back a few years b4 the economic meltdown.
-
On a serious note, can I ask why people don't like just buying more and getting a refund?
Pretty much standard procedure on anything you buy over the web.....
Because it would be the same as you buying them off me from ebay, me sending you the wrong parts then me saying im not doing anything until you send them back to me and organise the return..
Would you stand for that?
TBH yes as that's how I've always known internet purchases.
Received a wrong ECU kit the other day and rang the guy and said look can I just pay for the right one and I'll send this.
TBF to the company they just sent a courier and an email, I printed something off, didn't get collected on time for whatever reason but did the day after. I didn't hang about for it.
Otherwise they send another and you CBF to send it back it gets forgotten about etc etc.
On the flip side - you pay for the new one then the suppliers fob you off every time and never answer emails etc hoping you eventually forget
-
Ive had the same problem with them ordered a part and they sent me a different make and where real wayne kerrs when I rang up to get it sorted.
Will never buy from them or ECP again.
-
If people wants parts (tuning or standard) just pm me your details and I will give you a quote. :smiley:
I am trying to be competitive whilst also giving good service, I'm well known on here so I can't hide and ignore emails etc which seem to affect other suppliers and as I use one of the best parts databases there should be less chance of wrong parts being supplied.
I am getting my website ready which will list a good selection of parts (Mk3 onwards really) and my premises will also be open once the contract has being agreed!! It's already 4 weeks late and is holding me up quite a bit!
-
If people wants parts (tuning or standard) just pm me your details and I will give you a quote. :smiley:
I am trying to be competitive whilst also giving good service, I'm well known on here so I can't hide and ignore emails etc which seem to affect other suppliers and as I use one of the best parts databases there should be less chance of wrong parts being supplied.
I am getting my website ready which will list a good selection of parts (Mk3 onwards really) and my premises will also be open once the contract has being agreed!! It's already 4 weeks late and is holding me up quite a bit!
Good luck with it matey, I'll send some PMs your way if you do stuff I need and it's good stuff.
What is your market?
-
Good luck with it matey, I'll send some PMs your way if you do stuff I need and it's good stuff.
What is your market?
VW range is my market (1992 onwards really) and I have retail agreement with some major brands brembo, febi, trw, lemforder, meyle, hella, bosch to name a few
oh and tuning I have FK, V-Maxx, Pipercross, Venair, Carbonspeed and some rather special brands like Schrick, Whiteline, KW etc